The role is responsible for delivering end-to-end technical support and lifecycle management of business systems in alignment with Liberty’s ICT strategy. ​ This includes contributing to the design, configuration, integration, and optimization of system architecture, as well as supporting testing, deployment, and ongoing maintenance. ​ The role plays a key part in ensuring system reliability, scalability, and performance to meet evolving business requirements. ​

• Utilize industry best practices, techniques, and standards while at the same time adhering to the Company’s Policies, Processes, and Procedures with respect to systems support and IT Service Management. ​
• Managing and supporting business systems including solutions enhancement and support issues related to the business units. ​
• Managing integrations across various platforms with the core systems: Including but not limited to data analytics platforms, financial systems, and communication systems (SMS and Email). ​
• Identify and execute ICT-based solutions for enhancing efficiencies across different processes. ​
• Escalate any major risks that relate to either an individual process or the entire portfolio to the Manager, IT Applications. ​
• Ensure that all service level agreements (SLAs) for applications support services across the organization are delivered according to specifications. ​
• Provide first line and second line support and maintenance services for all enterprise systems. ​
• Proactive monitoring of various systems for performance, availability, and other critical parameters. ​
• Ensure adequate monitoring systems that provide timely, accurate, real-time, and historical data on performance and other critical parameters. ​
• Ensure that enterprise systems are adequately sized to meet SLA’s with the business. ​
• Define and monitor data and application availability for the enterprise system. ​
• Document and update processes and procedures in use for the enterprise system. ​
• Adequate communication to stakeholders on the state of any tickets assigned. ​
• Test new system functionality before deployment into production environments. ​
• Approval of acceptance tests. ​

• At least 3 years of experience in a busy system environment, software development and/or IT systems support role within a large highly digitized organization managing mission-critical systems. ​
• Demonstrable track record in system analysis, relational database design skills, and IT Support Operations functions. ​
• Highly analytical problem-solving with the ability to apply original and innovative thinking. ​
• Ability to manage system and/or process changes. ​

• Drive continuous improvement of IT support processes in line with ITIL, ensuring governance practices support audit readiness and regulatory compliance. ​
• Oversee incident management processes by coordinating the resolution of service incidents and facilitating the development and implementation of effective workarounds for problem-related escalations. ​
• Ensure adherence to SLAs, root cause analysis practices, and knowledge base documentation to support ongoing service improvement. ​
• Coordinate with relevant teams to maintain service continuity and minimize business disruption. ​
• Collaborate with cross-functional teams to enforce adherence to standardized procedures, minimizing operational risks and enhancing transparency and accountability across the enterprise. ​ Good understanding of the BFSI Industry (Banking, Financial Services, and Insurance) and how Information Technology contributes to the success of financial institutions. ​
• Highly analytical in problem solving with the ability to apply original and innovative thinking. ​
• Sound knowledge of Information technology and related supporting architectures. ​
• Experience in supporting the TurnQuest General Insurance System is an added advantage. ​
• Knowledge in Oracle and/or Ms SQL Databases and related products, Agile tools, Microsoft Office productivity suite of applications. ​

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